Service Operations Supervisor (Shift 11:30 am–8:00 pm or 12:30-9:00 pm EST)

📋 Description

• • As a Service Operations Supervisor at Health Advocate, you will be at the forefront of ensuring exceptional service delivery and operational excellence within a dedicated team. This pivotal role involves leading, coaching, and optimizing an assigned unit of Operations and Customer Service associates to consistently meet and exceed performance standards. Your primary accountability is to foster a high-performing team environment where quality, efficiency, and a member-first approach are paramount, directly contributing to Health Advocate’s mission of making healthcare easier for members.
• • You will be responsible for the daily workflow and performance management of your team, ensuring that all service interactions, including calls and case management, are handled in strict alignment with Health Advocate’s established standards, policies, and member expectations. This includes providing clear daily direction, managing workload distribution, and ensuring staffing levels are optimized to meet service demands.
• • A key aspect of your role will be driving team performance and accountability. You will set clear expectations, monitor adherence to performance metrics, and proactively address any performance gaps through structured coaching, development plans, and constructive feedback. Your ability to inspire and guide your team will be crucial in achieving collective success.
• • Quality and resolution management are central to this position. You will regularly monitor service calls and audit case files to ensure that target resolutions are identified and achieved efficiently. Your focus will be on driving the timely closure of cases while maintaining high standards of quality and compliance. You will also manage backlogs and quality metrics to uphold operational efficiency and escalate complex cases through appropriate channels as per company policy.
• • As a leader, you will provide essential operational oversight and mentorship. This includes actively coaching, mentoring, and evaluating team members, and participating in selection, counseling, and disciplinary processes. You will coordinate cross-functionally with other internal departments and subject matter experts to resolve intricate issues, ensuring a seamless service experience for members.
• • Your daily responsibilities will encompass overseeing the administrative functions of your assigned operations unit, ensuring efficient organization, direction, and staffing for all service calls and caseload assignments. You will ensure calls are answered promptly and professionally, adhering to Health Advocate’s policies and procedures, and continuously monitor workflow to maintain productivity and service standards.
• • In terms of team development, you will provide on-the-job training and guidance, leveraging your knowledge of healthcare services and benefits. You will mentor associates to enhance their benefit consultation and case management skills, evaluate their performance, and provide actionable feedback to support their professional growth and career development.
• • Quality assurance and case oversight are critical. You will routinely evaluate service calls and case management procedures, audit case files for accuracy, compliance, and adherence to resolution timelines. You will also be instrumental in recommending process improvements to the Operations Manager and escalating issues that could potentially impact service delivery.
• • While not directly providing member consultations, you will offer support to internal departments on complex healthcare benefit and claims-related cases. You will guide your team members on effectively explaining intricate benefit, claims, and coverage concepts to members, ensuring clarity and understanding.
• • Building and maintaining strong, professional relationships with both internal and external customers is vital. You will collaborate effectively with team members to achieve shared goals and tasks, consistently providing quality customer service that surpasses expectations. Treating all stakeholders with dignity and respect, and escalating situations beyond your scope of authority to appropriate leadership, are fundamental aspects of this role.
• • This role requires a confident, structured, and resilient leader who understands that performance is driven by clarity, coaching, and accountability. You will be instrumental in upholding Health Advocate’s reputation for service excellence and its commitment to making healthcare navigation simpler and more accessible for its members. Your leadership will directly impact the member experience and contribute to the company's award-winning service standards.